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The COVID-19 pandemic threw a wrench in the works of many contact centers. We found a surprising and concerning trend during our analysis into the State of the Contact Center in 2020: agent attrition is...
Shrinking budgets, growing attrition, and a scramble to deliver safe and secure...
Are you truly listening to your customers? Sure, your agents hear their...
The COVID-19 pandemic threw a wrench in the works of many contact...
Can we all agree that being stuck on hold with a company...
You probably don't realize it, but your employees are losing you customers...
A call center agent’s daily work isn’t particularly glamorous; the media often...
Both Amazon and Apple have nurtured their business growth by investing heavily...
There's a golden opportunity for credit unions in the next five years,...
